ACD Status Reporting
Please can we have a report for Agents which shows how long they have been in each state for.
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Hi Rajeev,
Thank you for your latest reply, this is really detailed and will be helpful to the product team who are currently reviewing this feature request.
As soon as we have any further updates, we will post them in this forum.
One of the best reports to track and audit how long individuals are spending in unavailable states is the Agent List report. Just in case you have not seen this already, I have included the following guide below which shows you how to build a report to monitor unavailable code usage.
https://www.akixi.com/quick-tips/report-building-tips/monitor-the-state-of-home-working-employees/
Thanks,
Marcus -
Rajeev commented
Further to my previous comment i have now been using Akixi 2000 since September 2021. I am just finding it difficult to audit Unavailability Code Usage.
The first image of reporting shows when codes were entered and exited but does not show time in status.
The second image of reporting shows combined details. Both reports are useful but very limited.
The third Image of reporting gives specific details per call, if a column could be added for unavailability codes columns Ans At, ended At and Talk time could be used to indicate entered, exited and time in code.
This would enable me to check if codes are being used correctly or not.
I can also use this to audit different code usage against calls made.It would also be very useful if Wrap Up could be added to these reports, i have currently created an additional code for Wrap Up to make it easier to monitor.
The 4th Image shows codes and what they should be used for. Not being able to see them individually makes it difficult to monitor to ensure that individuals are working to the best of their ability.
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Reuben commented
On an ACD Agent report it would be great to see how many times an Agent has gone into a state for as well as the time, which is already possible.
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Rajeev commented
When downloading a CSV file it would be great if you had an "In State For" field.
So if i filtered to N/A Code Description "Comfort Break" it would list all comfort breaks within the report.
Alongside each "Comfort Break" entry would be the amount of time they spent in it, in the corresponding field "In State for"
You can then initiate a conversation with the agent if you believe code usage is excessive without having to spend time with a calculator. The information is available in an instant.
N/A Code Description In State For
Comfort Break 00:05:22
Comfort Break 00:15:02
Comfort Break 00:06:10
Comfort Break 00:04:21 -
Brilliant, thanks Phil! Will get this raised for you.
You will be notified when there are changes to the status on your feedback.
Thanks,
Marcus -
Anonymous commented
Hey Marcus, Yep thats exactly it
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Hey Phil,
Thanks for replying back, this is really helpful. It sounds like what you are looking for is an adaptation to the ACD/DND Activity Log report where a new field such as 'Time In State For' would show you exactly how long Agents are spending in a state before changing to another status.
Alongside this, it sounds like it would be beneficial for your customer to be able to further filter the ACD/DND Log report to only show certain state changes and exclude status updates such as when their device is alerting.
If you could please let me know if you think this would help with your customers requirements? I will then get this raised as a feature request and reviewed by the product team.
Thanks,
Marcus -
Anonymous commented
Hey Marcus, Thats kinda what I want but not exactly. Basicly we have a customer who wants to know how long an agent has been in NA code for individual times during the day. The customer doesnt want to sit with a calculator and figure it out :-), they want agent x was in break for 16 mins, DND for 22 mins, etc etc. They want to see agent x signed in at 08:00 went to break at 09:30 went avaiable at 9:40 was in break for 10 mins, went DND at 10:32 went avaiable at 10:38 was in DND for 6 minutes. Does that make sense? Phil
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Hi Phil,
Thank you for raising your suggestion on the Akixi feedback portal.
This functionality is actually already available with Akixi. Using the ACD Agent List report, you can see how long individual agents are spending in each N/A code.
Simply add the required agents to the report and then add the 'ACD Times > Not-Available Code Times' fields to the report.
You can access the following guide here where we have further instructions on how this can be achieved on the reporting:
https://www.akixi.com/quick-tips/report-building-tips/monitor-the-state-of-home-working-employees/
Thanks,
Marcus